Last Updated: 08 February 2026

We understand that plans can change. This Refund & Cancellation Policy outlines our terms for cancellations, refunds, and rescheduling.

1. Summary

All cancellations must be made in writing (email or WhatsApp) and acknowledged by Party Gram.

2. Deposit Policy

2.1 Non-Refundable Deposit

The 50% deposit required to confirm your booking is non-refundable under all circumstances except:

• Force Majeure events (see Section 8)

• Cancellation by Party Gram (see Section 7)

2.2 Purpose of Deposit

The deposit:

• Confirms performer availability and reserves your date/time

• Compensates for calendar blocking and lost booking opportunities

• Covers administrative costs, booking coordination, and initial planning

3. Cancellation by Client

3.1 How to Cancel

All cancellations must be:

• Made in writing via email (hello@partygram.ae) or WhatsApp (+971 50 XXX XXXX)

• Include your booking reference number

• State the reason for cancellation (optional but helpful)

• Acknowledged by Party Gram (you must receive written confirmation)

Important: Verbal cancellations are not accepted. The cancellation takes effect on the date and time Party Gram receives and acknowledges your written notice.

3.2 Cancellation Timeline & Fees

Cancellation More Than 7 Days Before Event

• Deposit (50%): Forfeited

• Balance (50%): Fully refunded

• Alternative: One free reschedule to a new date (subject to availability)

• Refund timeline: Within 5-7 business days

Cancellation 3-7 Days Before Event

• Total fee charged: 50% of total booking cost

• Refund: 50% of total booking cost

• Reasoning: Performer has blocked calendar and declined other opportunities; partial preparation completed

• Refund timeline: Within 7-10 business days

Cancellation 48 Hours – 3 Days Before Event

• Total fee charged: 75% of total booking cost

• Refund: 25% of total booking cost

• Reasoning: Extensive preparation completed, performer fully committed, difficult to book alternative event

• Refund timeline: Within 7-10 business days

Cancellation Less Than 48 Hours Before Event

• Total fee charged: 100% of total booking cost

• Refund: None

• Reasoning: Performer has turned down other work, completed all preparation, no time to fill calendar

• No exceptions except Force Majeure (see Section 8)

No-Show or Same-Day Cancellation

• Total fee charged: 100% of total booking cost

• Refund: None

• Additional: Future bookings may require full payment upfront

3.3 Partial Service Cancellations

If you booked a package with multiple services (e.g., performer + inflatable) and wish to cancel only part:

• Cancellation policy applies to the canceled portion

• We will recalculate pricing for remaining services (package discounts may no longer apply)

4. Rescheduling

4.1 Client-Requested Rescheduling

More Than 7 Days Before Event

• One free reschedule to a new date (subject to performer availability)

• Must be within 6 months of original date

• If new date is unavailable, cancellation policy applies

3-7 Days Before Event

• Rescheduling fee: AED 200

• Subject to performer availability

• Must be within 3 months of original date

Less Than 3 Days Before Event

• Not permitted

• Treated as a cancellation (see Section 3.2)

4.2 Party Gram-Initiated Rescheduling

If we need to reschedule due to performer illness, emergency, or unavailability, you have three options:

Option A: Accept Alternative Date

• No fee

• We will propose up to 3 alternative dates within your preferred timeframe

• Your deposit and all payments transfer to the new date

Option B: Accept Replacement Performer

• No fee

• We will provide a performer of equal or greater quality and similar character type

• If you are not satisfied with the replacement, see Option C

Option C: Full Refund

• 100% refund including deposit

• Refund processed within 5-7 business days

5. Refund Processing

5.1 Refund Method

Refunds will be issued to the original payment method:

• Credit/debit card (Stripe): 5-7 business days

• PayPal: 3-5 business days

• Bank transfer: 7-10 business days (may require your bank details)

5.2 Refund Timeline

We aim to process refunds within:

• 5-7 business days for cancellations more than 7 days before event

• 7-10 business days for cancellations less than 7 days before event

Bank processing times may add 3-5 additional days.

5.3 Refund Confirmation

You will receive:

• Email confirmation when refund is processed

• Refund reference number

• Expected arrival date in your account

5.4 Partial Refunds

If a partial refund is due (e.g., 50% or 25%), we will:

• Deduct any outstanding balance owed

• Apply the cancellation fee as specified

• Refund the remaining amount

6. No-Show Policy

6.1 Client No-Show

If our performer arrives at the scheduled time and location, and:

• The recipient is not present

• The event is canceled without prior notice

• Access is denied (incorrect address, no entry permission, etc.)

This constitutes a no-show and:

• 100% of the total fee is charged

• No refund is issued

• Performer will wait up to 30 minutes before departing

6.2 Recipient Absence

For surprise events, you are responsible for ensuring the recipient will be present. If the recipient is unexpectedly absent:

• We will attempt to perform if someone else can accept on their behalf

• If no one is available, this is considered a no-show

• No refund is issued

6.3 Incorrect Information

If the event cannot proceed due to incorrect information you provided (wrong address, wrong time, wrong date):

• This is considered a no-show

• No refund is issued

• We may attempt to reschedule same-day for an additional rush fee (AED 300-500)

7. Cancellation by Party Gram

7.1 When We Cancel

We may cancel your booking if:

• Performer is ill or injured

• Emergency or unforeseen circumstances

• Force Majeure events (see Section 8)

• Payment is not received by the deadline

• You breach Terms & Conditions (e.g., provide false information, hostile environment)

7.2 Refund for Our Cancellation

If we cancel (except for your breach of terms):

• 100% refund including deposit

• Refund processed within 3-5 business days

• We will attempt to offer alternatives first

7.3 Performer Substitution

If the originally booked performer is unavailable, we may substitute with:

• A performer of equal or greater quality

• Similar character type and skill level

• You will be notified as soon as possible (at least 24 hours before event if feasible)

If you do not accept the substitute:

• You may cancel for a full refund (including deposit)

• No cancellation fees apply

8. Force Majeure

8.1 Definition

Force Majeure events include circumstances beyond reasonable control:

• Natural disasters (floods, earthquakes, storms, hurricanes)

• War, terrorism, civil unrest

• Government restrictions, lockdowns, curfews, travel bans

• Pandemic or disease outbreak

• Extreme weather making travel unsafe

• Power outages or utility failures affecting the event

• Venue closure or cancellation

8.2 Force Majeure by Party Gram

If we cannot perform due to Force Majeure:

• Full refund (100% including deposit)

• Or free reschedule to a mutually agreed date

• No additional fees

8.3 Force Majeure by Client

If you cancel due to Force Majeure on your side:

• Standard cancellation policy applies unless:

  • The event is legally prohibited by government order

  • The venue is closed by official order

  • Travel is banned by government restrictions

In these exceptional cases:

• 75% refund (25% retained for administrative costs)

• Or free reschedule (if postponed, not permanently canceled)

8.4 Proof Required

For Force Majeure claims, we may require:

• Official documentation (government order, venue closure notice, medical certificate)

• News articles or public announcements

• Reasonable proof of the circumstances

9. Weather-Related Cancellations (Inflatables)

9.1 Unsafe Weather Conditions

For outdoor inflatable rentals, if weather becomes unsafe:

High Winds (40+ km/h sustained):

• We reserve the right to cancel for safety

• Full refund if canceled by us before setup

• 50% refund if canceled after setup begins

Heavy Rain or Storms:

• Inflatables can operate in light rain

• May be temporarily deflated during heavy rain/storms for safety

• If conditions persist for more than 50% of rental period: 50% refund

Extreme Heat (45°C+):

• Event may proceed with additional safety precautions

• We may recommend shorter operating hours

• No refund unless we cancel

9.2 Client Cancellation Due to Weather

If you cancel due to weather concerns:

• Standard cancellation policy applies

• Exception: If official weather warning/advisory is issued by authorities (e.g., red alert), 75% refund

9.3 Rescheduling Due to Weather

• One free reschedule if canceled by Party Gram due to weather

• Standard rescheduling fees apply if canceled by you due to weather (unless official advisory)

10. Rush Booking Cancellations

10.1 Definition

Rush bookings are made less than 48 hours before the event date.

10.2 Rush Booking Policy

For rush bookings:

• Full payment required upfront (not just deposit)

• No refunds for cancellations

• No rescheduling permitted

• Strict no-show policy

10.3 Reasoning

Rush bookings require:

• Performer to clear schedule immediately

• Expedited preparation and coordination

• Loss of other immediate booking opportunities

11. Chargebacks & Disputes

11.1 Chargeback Policy

If you initiate a credit card chargeback or payment dispute:

• This is considered a breach of contract

• We will provide evidence of service delivery to the payment processor

• If chargeback is successful despite valid service delivery, you may be banned from future bookings

• Legal action may be pursued for fraudulent chargebacks

11.2 Dispute Resolution

If you are unhappy with the service, please:

1. Contact us first: hello@partygram.ae or +971 50 XXX XXXX

2. Provide booking details and specific complaint

3. Allow us 5 business days to investigate and respond

4. We will work with you to resolve the issue fairly

Do not initiate a chargeback before contacting us. Most issues can be resolved amicably.

12. Special Circumstances

12.1 Medical Emergencies

If you must cancel due to a medical emergency (serious illness, hospitalization, family emergency):

• Contact us as soon as possible

• Provide documentation (medical certificate, hospital admission, etc.)

• We will review on a case-by-case basis

• May offer:

  • Reduced cancellation fee

  • Credit towards future booking (12-month validity)

  • Flexible rescheduling

12.2 Military or Emergency Services

If you are military, police, medical, or emergency services and must cancel due to duty call:

• Provide official documentation

• Credit voucher for full amount (12-month validity)

• Or 75% refund

12.3 Death or Bereavement

If you must cancel due to death of immediate family member:

• Provide death certificate or funeral notice

• Full refund (including deposit)

• Or unlimited free reschedule

We understand these are difficult circumstances and will handle with compassion.

13. Refund Exclusions

13.1 Non-Refundable Items

Even if a refund is due, the following are non-refundable:

• Customization fees (custom props, specialty costumes)

• Third-party costs (venue fees, parking, tolls paid on your behalf)

• Add-ons purchased separately (flowers, cakes, photographers) unless also canceled per their policies

13.2 Partial Performance

If the event begins but is cut short:

• No refund if interruption is due to your actions or circumstances (e.g., hostile environment, incorrect details)

• Prorated refund if interruption is due to our fault (e.g., performer illness mid-performance)

14. How to Request a Refund

14.1 Refund Request Process

To request a refund:

1. Cancel in writing (email or WhatsApp) as outlined in Section 3.1

2. Wait for acknowledgment from Party Gram

3. Receive refund calculation within 2 business days

4. Refund processed within timeline specified in Section 5.2

14.2 Information Required

Include in your refund request:

• Booking reference number

• Your name and contact details

• Original payment method

• Reason for cancellation (optional but helpful)

14.3 Questions or Disputes

If you dispute the refund amount:

• Contact us at hello@partygram.ae

• We will review your booking and circumstances

• Final decision rests with Party Gram per these terms

15. Contact Us

For questions about this Refund & Cancellation Policy:

Party Gram
Email: hello@partygram.ae
Phone: +971 50 XXX XXXX